Pharmasource and Ostomysource Customer Service Technician( 1yr FTC Project Dawn )

Uniphar Group; Ireland; On-site; EUR 32,000 - 42,000; Full time

Job summary

Uniphar Group is seeking a Pharmasource and Ostomysource Customer Service Technician for a one-year fixed-term contract at CityWest, Ireland. You will be the primary contact for customers, ensuring exceptional service and support, handling queries, and managing orders within SLA.

Responsibilities include assisting the Sales/CS Manager, maintaining data, liaising with vendors, and continually improving processes while complying with GDP and regulatory requirements in the pharma sector.

Qualifications

• Pharmacy Technician qualification required.
• Experience in customer service within the pharmaceutical sector preferred.
• Experience with SAP is an advantage.
• Good IT skills and flexibility to work extra hours during busy periods.

Responsibilities

• Assist Sales and Customer Services Manager and Team Lead to drive a best-in-class customer service team and hit monthly sales targets.
• Contribute to running the PSOS Customer Service Team with strong time management and organisation.
• Provide support to the PSOS Team Lead to resolve customer queries.
• Ensure customer orders are managed within SLA.
• Maintain department product Master Data requirements.
• Coordinate with vendors on orders, backorders, and shipments.
• Liaise with other departments to resolve issues and improve processes.
• Review and improve processes and systems within Uniphar Group.
• Handle vendor queries on price/quantity discrepancies and keep accounts up to date.

Skills

Pharmacy technician

Customer service

SAP experience

MS Office

Excellent communication

Education

Pharmacy Technician qualification

Tools

SAP

MS Office

Job description

Pharmasource and Ostomysource Customer Service Technician

1 year Fixed Term Contract

CityWest

The Role

As a Pharmasource and Ostomysource Customer Service Technician, you will be the primary point of contact for customers, ensuring they receive exceptional service and support. Your responsibilities will include customer support and issue resolution. This is a one-year fixed-term contract role.

Key Responsibilities & Outcomes

• Assist Sales and Customer Services Manager and Team Lead in driving a Customer Service Team that provide a best-in-class customer service and achieve monthly sales targets
• Contribute to the running of the PSOS Customer Service Team, ensuring strong time management and organisational skills are employed
• Provide support to the PSOS Team Lead as required to resolve customer queries
• Ensure customer orders are managed appropriately and in a timely manner within SLA
• Maintain department product Master Data requirements
• Establish a working relationship with all relevant vendors, raise orders, monitor backorders and track shipments where required
• Liaise with various other Departments within Uniphar to resolve issues and achieve results
• Assist the PSOS Team Lead and higher management to constantly review, monitor and provide improvements to all processes and systems within the Uniphar Group
• Work with AP department and PSOS Team Lead to manage relevant vendor queries regarding price and quantity discrepancies to ensure vendor accounts reman up to date
• Ensure all relevant regulatory paperwork is supplied to Uniphar when required
• Comply with all Uniphar GDP processes and procedures and comply with regulations in force relating to supply of EMPs, Ostomy products and medical devices.
• Be aligned with Uniphar Group company strategy and focus including an in-depth knowledge of all relevant Work Instructions and SOP’s
• Complete any other designated task necessary as requested by Management

Key Skills & Experience

• Relevant professional qualifications (Pharmacy Technician)
• Previous customer service experience preferably in the pharmaceutical sector
• Previous experience with SAP is a distinct advantage
• Flexibility: It is essential that the candidate be able to provide flexibility to the function. Specifically, this may require extra hours during busy periods.
• Have good IT skills (MS Office, PowerPoint etc).
• Requires clear diction and a good telephone manner and a commitment to excellent customer service

COMPETENCIES

• Ability to work on own initiative
• Speaks clearly and specifically. Excellent communications skills including verbal, written and presentation
• Communicates in a professional manner and effectively manages customer liaison
• Works well within a team, flexible and willing to share the workload
• Demonstrate ambition and initiative in their work
• Open to change in a fast-moving industry and to new learning
• Be supportive of colleagues in a team environment
• Should adhere to the service values of Uniphar Wholesale
• Ability to learn new business processes and operate training provided on new IT applications
• Ability to work effectively in a team to achieve organisational goals.

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco‑medical manufacturers across multiple geographies, enabled by our cutting‑edge digital technology and our highly expert teams. Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Supply Chain & Retail

Supply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare and animal health products to pharmacies and hospital nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacy to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys and Hickeys symbol brands.

Pharma – On Demand

The On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, the UK, Europe, the USA, and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.

Culture at Uniphar

Uniphar is a combination of many businesses, each with its own identity, culture, values, and ways of working. Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars that unpin and support our culture.

We have a people-first approach - we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience are embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people, and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.

Sustainability

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Sustainably running our business ensures that Uniphar will continue to prosper in the long term. We are focused on ensuring that each of the five pillars of our sustainability strategy is a fundamental part of our decision-making process.

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